Service Design
We applied a systems-thinking approach to map "North Star" user journeys against a complex landscape of emerging AI capabilities. By blueprinting how these tools interact across employee user flows and jobs to be done, we reduced departmental silos and built a cohesive operational framework that amplifies both user value and business ROI.
Through mapping the complex web of integration and onboarding, we created a unified service model to influence the overall Discover Integration strategy. The result was an integration roadmap that prioritizes employee wellbeing and operational continuity, aligning 20,000 new Discover employees with the ongoing 80,000 Capital One employees to a shared vision forward.
Interaction Design
One Place is a unified intranet homepage that combines critical tools, timely updates, and personalized content in a single dashboard for 80,000 associates. I led user research, design sprints, and cross-functional workshops, coordinating with product, IT, HR, and communications to deliver a cohesive and intuitive experience.
